OptiCare A Unique Shared-Services Model

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1 OptiCare A Unique Shared-Services Model Copyright Collabera All rights reserved.

2 Introduction Applications drive a company s business processes and the task of supporting myriad applications is a huge challenge in itself. The trend towards outsourcing IT services is established and gaining increased acceptance levels globally. Organizations are concentrating on their core competencies, leaving the support of their IT applications to specialists. We at Collabera, offer you a suite of services that span the spectrum of Application Management, which will help you focus on your core business - by managing applications reliably and securely, making costs predictable and optimizing your IT investments. IT solutions are only as good as the quality of support available Collabera brings you - OptiCare the Governance / Delivery framework and the processes essential to establishing / extending your support organization, for efficient and professional Application Management. OptiCare helps minimize effort, costs, and risk involved in maintaining your SAP system. OptiCare is a Ready -to-use service, calibrated in a combination of onsite & offshore consulting models, monitored and managed by Application Management Advisors. This ensures you get maximum benefit from your increasingly complex IT applications and helps safeguard your investments through: Guaranteed availability Guaranteed response times and customized Service Level Agreements Transparent IT costs Reduced costs through resource pooling 2

3 Resourcing Model A strong and flexible resourcing model goes a long way in ensuring ongoing success of project and also makes it cost effective. A right resource at the right time is the key to deliver quality work in a most cost effective way. Collabera s virtual resource pool model ensures that resources are identified and yet do not burden the project costs. In consultation with the Client project manager, Collabera will identify a resource pool, which is always kept at that level. This process ensures that the lead time for identifying and selection of resource is kept to a minimum Business Support Business support, also explained as the functional support is executed primarily through a wellmanaged and organized Helpdesk. The team constitutes of consultants from our offshore support center and could also be moved onsite on Customer requests. The business support includes maintenance, enhancements, configurations, additional processes and production support for the various SAP modules implemented. Resolution of user queries on carrying on day to day business processes Providing transactional work around for issues Identifying need for Configuration changes/additional development/training requirements Customization Changes 3

4 Period end supports Functional Upgrades End-user Training Technical Support Technical Support includes BASIS Support and ABAP production and development support. This is envisaged to be carried out primarily through Collabera Delivery Center. BASIS Support activities System performance - Workload analysis, Response time etc User & Security Management Update errors ABAP dump analysis Spool job management Transport Management through SAP GUI (STMS Transaction) Batch Scheduling and Monitoring DB growth verification Free space analysis Missing indexes / Critical tables Table reorganization ABAP Development and Support Maintenance of existing custom developed programs Performance tuning and Optimization NetWeaver Consulting services - XI, MI, BI & EP services. Add-on developments Collabera Value Proposition Improvements in cost savings, on-time delivery, quality, and knowledge retention are the stated objectives of an efficient Support Organization. Collabera offers to achieve the same by being committed to building a long term and strategic relationship and supporting the Customer by delivering high quality and cost effective services. Collabera brings the best in terms of capability to complement its commitment to OptiCare. 4

5 Collabera s capability spans all facets of services delivered - People, Process, Technology and infrastructure. Some of the unique values in terms of capability that Collabera brings are: Program Manager: The OptiCare service offering is managed by a Program manager, who would provide oversight and guidance to the team, focusing and ensuring worldclass service delivery. This is over and above the team that would service various Client requests and would not have any cost implications. Productivity and Quality Improvements: Collabera team will work with the Client team to develop a mutually acceptable goal and plan aimed delivering Productivity and Quality improvements. Deep-rooted experience: Pioneer in international SAP support, Collabera was the first company to provide SAP offshore support in India. The expertise that Collabera brings to this service offering has been accumulated over a decade of delivering SAP solutions especially technical solutions to Global 2000 companies. Specialized SAP: only Center: Started in 1995, Collabera s SAP Center has always been a dedicated SAP - only center. Thus all the processes and practices are based on the needs of SAP projects and solutions. This is truly a unique value as compared to most offshore providers are software (custom applications) solutions companies who have adopted their processes to suit SAP requirements. The entire management and operations team of Collabera s SAP Center are focused and dedicated SAP professionals. Relationship with SAP: The relationship with SAP is over a decade old and is not just limited to being a SAP Software Partner. Collabera has been involved in developing SAP Add-on products and delivering services and solutions to several SAP entities such as SAP Labs, SAP GDC and SAP AG. 5

6 About Collabera Collabera (formerly GCI) is one of the fastest growing end-to-end information technology services and solutions firms worldwide. We work with leading Global 2000 firms from the Financial Services, Manufacturing & Retail, Technology, Communications & Media domains. Collabera delivers highly responsive and innovative solutions that bridge our client's Execution Gaps through our proprietary methodologies Momentum TM workshops, ABS TM (Asset Based Services) and BestShore TM Global Delivery Model - helping them experience accelerated value. With revenues of over USD 300 million, Collabera employs over 4000 professionals across 22 offices and six world-class delivery centers in the US, Europe, India and China regions. Our BestShore TM Global Delivery model leverages a best-in-class Quality system (including SEI CMMi Level 5 and ISO security certifications) to deliver a full portfolio of services that include Application Development and Management, Independent Testing, Outsourced Product Development, Enterprise Software Solutions, Business Intelligence & Data warehousing. For more information, please contact Collabera at: USA: Phone: Fax: Europe: Phone: Fax: India: Phone: Fax: URL: 6

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